Zendesk Release Notes

Click Follow in the What's New section to be notified each month when the What's New is published.

Check out what's new in the last month:

• Support
• Accounts and billing
• AI agents
• Copilot
• Objects and business rules
• Security
• People
• Knowledge
• Messaging
• Contact Center
• Voice
• Analytics
• Workforce management
• Quality assurance
• Apps and integrations

Also don't miss:

• Zendesk early access programs
• What's new videos on YouTube

Support

• Multi-lookup relationship fields allow admins to create ticket fields that connect one ticket to multiple related records, such as users, organizations, assets, and custom objects. This simplifies workflows by enabling automation through action flows and business rules without custom logic. Multi-lookup fields are available on Zendesk Suite Professional and Support Enterprise plans. See Understanding relationship fields and Creating many-to-many relationships in Zendesk.
• The messaging integration in views improves how messaging activity is represented, updating the Latest Update timestamp more reliably and adding an active conversation indicator. This helps agents prioritize active messaging tickets more effectively with no action required from users. See Accessing and using the Views admin page.
• AI translations, already available for email, web form, and API, now support conversational channels (live chat and messaging). Translations run in real time so agents and customers can communicate in their own languages during live conversations. See Turning on and off AI translation for ticket conversations.
• The notifications list supports additional notifications for email tickets and reopened tickets. Also, agents can configure their own notifications settings in Admin Center. See Managing ticket notification settings in Admin Center.
• You can create links to connect directly to specific comments within a ticket and share it with others. Comment links make it easier to share the exact context with teammates, collaborate on complex requests, and reduce the time spent searching through ticket histories. See Linking directly to comments in a ticket.
• Enhancements to the unified agent status picker now give admins the ability to hide unnecessary statuses and reorder them to better match agent workflows. This customization improves efficiency by showing only relevant statuses and placing frequently used ones at the top. See Managing the unified agent statuses available to your agents.
• The audio comments feature for messaging and email tickets introduces an embedded audio recorder in Agent Workspace, allowing agents to record, review, and send audio replies directly within Zendesk. This streamlines workflows, speeds up responses, and enhances accessibility. The feature is enabled by default with an admin setting to control it. See Allowing agents to send audio messages and Receiving and sending audio comments in email and messaging tickets.

Accounts and billing

• You can view invoice details from the Invoices page in Admin Center. Invoice details include all transactions associated with an invoice, including payments, credit memos, refunds, and write-offs. Each transaction listed includes the transaction type, status, applied amount, and the remaining invoice balance after each transaction. See Managing invoices.

AI agents

• Cloning an AI agent now duplicates the AI agent's full configuration, including procedures, actions, knowledge sources, search rules, segments, and personalization settings. This improvement supports sandbox-to-production and sandbox-to-sandbox workflows, ensuring cloned agents behave like the original. See Cloning an AI agent.
• Admins can set templated opening and closing lines in email responses for AI agents with agentic AI. This allows you to set static, personalized opening and closing lines for AI-generated emails, ensuring brand consistency and predictability. See Configuring an AI agent’s opening and closing lines in email responses.
• Sources used for AI-generated answers now appear in a separate view. In the Web Widget and on social channels, customers can click to view the sources that an AI agent used to generate a reply, rather than seeing a lists of sources directly in the AI agent's response. This reduces clutter and improves readability for messaging conversations. See Displaying sources for generative replies.
• Schedules set in Admin Center now apply to AI agents. You can use a schedule to define the business hours, time zones, and holidays that affect escalation workflows for your AI agents. See Checking business hours and agent availability during AI agent conversations.
• Enhancements to the Resolution usage and Resolution allowance dashboards. You can filter by brand and tier. In addition, on the Resolution usage dashboard, you can also export resolution usage data for any selected date range. See Managing resolution usage and Managing resolution allowances.

Copilot

• Merge suggestions are now included at no additional cost for Suite and Support Professional plans and above, helping agents identify and merge related tickets to reduce handling time and duplicate tickets. Usage for this feature is pooled across all agents in an account. See Turning on and configuring AI-generated merge suggestions.
• Guided onboarding for auto assist is now available. It helps simplifies setup by guiding admins through selecting knowledge sources, enabling access, and publishing AI-generated procedures. This onboarding is available once per account in Admin Center. See Turning on and configuring auto assist.
• Admin copilot now includes role-based permissions for conversational assistance, allowing control over custom role access. It also features an expanded view for detailed responses and integrates Zendesk QA recommendations for proactive conversation quality improvement. See Managing access to admin copilot conversational assistance and Understanding admin copilot recommendations.
• The similar tickets feature in the Copilot add-on has been improved with a hybrid retrieval model that combines keyword and semantic matching. This feature now supports all languages and channels to find more relevant past solutions faster. See Turning on similar tickets.
• Version management for agent copilot and intelligent triage now allows you to inspect, save, compare, and deploy AI-related configurations across sandbox and production environments. This helps keep settings aligned and supports testing in sandbox before production deployment. See Inspecting sandbox and production account configurations.

Objects and business rules

• An update to action credits usage for native Zendesk actions allows unlimited automation of Zendesk operations, including all standard Zendesk actions and Zendesk-built external actions, without affecting credit usage. Action credits now apply to third-party connectors and custom actions only. See Monitoring the usage of action credits and action flow activity.
• The AI-powered object builder in admin copilot is now generally available, allowing admins to create and refine custom objects and fields using simple language and AI-generated models. This feature accelerates setup by reducing manual schema design and deployment effort. See Creating custom objects using the AI object builder.
• Flexible custom object record permissions for light agents and contributors allows admins to configure full object-level and record-level access permissions for the light agent and contributor roles, providing tailored access control and enhanced security. See Configuring permissions to access custom object records.

Security

• The Manage APIs permission introduces granular control for Enterprise plan admins to delegate API and OAuth client management to developers without full admin rights. It enables creation, editing, deletion of API tokens, OAuth clients, Conversations API credentials, and viewing API analytics. This enhances security by adhering to least privilege principles and improves operational efficiency. See Creating and editing custom roles.
• Access log webhooks enables admins to receive access log events in near real time at a customer-configured HTTPS endpoint, simplifying SIEM integration for customers with the Advanced Data Privacy and Protection add-on. This includes webhook subscriptions, batching, retries, and delivery receipts to enhance security workflows and reduce operational overhead. See Using the access log to monitor agent activity.
• Custom redaction suggestions enables organizations with the Advanced Data Privacy and Protection add-on to automatically detect unique types of personally identifiable information (PII) in tickets using custom regular expressions (RegEx). This helps protect sensitive data, reduce manual effort, and improve compliance by highlighting data for redaction in the Zendesk Agent Workspace. See Turning on and configuring redaction suggestions.
• The password security level update removes legacy Low, Medium, and High password levels for team members, migrating accounts to the Recommended level or updated Custom policies with stronger requirements. Passwords must be at least 12 characters and cannot resemble email addresses. Team members will be prompted to reset passwords after migration starting August 17, 2026. See Changing the password security level.
• The 12-hour session limit is being enforced for all team members to enhance account security by preventing indefinitely active sessions. This change rolls out in two phases based on current inactivity settings, with forced sign-outs for long-running sessions. Admins can review and adjust session expiration settings to comply with the new policy. See Customizing the inactivity session time-out period.

People

• The Team Member visibility change corrects a permissions issue in Admin Center for Enterprise customers by restricting agents with only Manage end users permission from seeing or accessing the Team Members page. This fix ensures access aligns with assigned permissions, requiring no action from users.

Knowledge

• The following knowledge connectors are now available to connect as external knowledge sources to your Zendesk account. Content from external knowledge sources is available wherever external content is used.
  • Salesforce
  • Hubspot

See Connecting external knowledge sources to your Zendesk account.

• The web crawler advanced URL filters and custom scheduler enhance crawl coverage and control by allowing up to 500 start URLs per crawler, multi-domain crawling, customizable refresh schedules, and up to 500 include and exclude filter rules. These improvements help target relevant content and improve search and AI responses. See Creating URL filters to scope website syncs.

Messaging

• Brand filtering in the messaging Web Widget allows end users to see only conversations associated with the brand they are currently engaging with, reducing confusion and improving conversation management. This filter applies to the last 100 conversations and requires multi-conversation support and multiple brands in the account. Mobile SDK support is coming soon. See Turning on brand filtering.
• WhatsApp business-scoped user IDs (BSUIDs) is now generally available in Zendesk and the Sunshine Conversations API, enabling support for WhatsApp users identified by BSUIDs instead of phone numbers as Meta rolls out WhatsApp usernames. This update allows BSUIDs to appear in API responses and events, updates the user identity model, and ensures message processing when phone numbers are unavailable. See Migrating your WhatsApp integration to BSUID.
• Admins can now use admin copilot to manage messaging triggers using natural language prompts. Copilot drafts or modifies the configurations for your review before any changes are finalized. See About admin copilot.
• Agents can exclude specific tickets from the auto-capacity release timer and messaging inactivity reminders. When automatic capacity release is turned on by an admin, a new Pause messaging reminders standard ticket field can be added to ticket forms and applied to tickets in the Agent Workspace, giving teams greater control over complex messaging conversations. See Automatically releasing agent capacity for inactive conversations and Editing ticket forms.
• Agents can more easily apply templates to WhatsApp messages after the 24-hour messaging period ends. Approved templates are automatically added to the WhatsApp templates page in Admin Center, and are immediately available to agents in the Agent Workspace. A new countdown clock lets them monitor how much time they have before the 24-hour window closes. See Using templates in WhatsApp conversations.

Contact Center

• Contact Center now supports agent-first callbacks. Customers can leave the queue without losing their place, and when it’s their turn, Contact Center offers the callback to an available agent before dialing the customer. Admins configure callbacks in Amazon Connect. See Amazon's doc Set up queued callback by creating flows, queues, and routing profiles.
• Native Zendesk Contact Center now supports agents working in multiple browser tabs or windows. When a call comes in, it rings and displays in each open tab, but Contact Center creates only one ticket for the call. This helps prevent duplicate tickets, reduce agent confusion, and improve reporting accuracy. No action is required.

Voice

• Zendesk Voice admins with the Copilot add-on can now add call transcripts and AI summaries as collapsible comments instead of internal notes. This helps reduce ticket clutter and makes conversations easier to read. This setting applies only to future calls. Existing transcripts and summaries remain in their original format. To use this option, select Add transcript and summary as collapsible comments in your call transcription settings.

Analytics

• The real-time monitoring assistant now features conversational commands that let supervisors take action directly from the monitoring workspace. See Managing tickets and agents using the real-time monitoring assistant.
• Customizable columns and filters in search results now supports adding custom fields, expanding beyond the previous limitation to standard fields only. This enhancement is available to all Support or Suite plans. See Announcing customizable columns in search results and Announcing customizable filters for advanced search.

Workforce management

• The automatic agent status updates in Zendesk Workforce Management (WFM) now offer new admin controls to customize when tracked activities from the Zendesk WFM Chrome extension update agent statuses. Admins can enable or disable updates globally, per URL mapping, or for unmapped URLs, allowing more flexible tracking without unintended status changes. See Tracking agent time spent outside of Zendesk.

Quality assurance

• The Reviewer QA assignments and dashboard feature in Zendesk QA introduces automated, randomized evaluations of reviewers to improve accuracy and consistency. It provides leads and managers with detailed performance insights and supports unbiased, data-driven quality assurance. See Setting up reviewer QA assignments and Reviewer QA dashboard.

Apps and integrations

• More granular OAuth client scopes introduces finer control over OAuth client permissions by allowing admins to configure allowed scopes in Admin Center. This enhances security by applying the principle of least privilege and expanding available OAuth scopes. See Using OAuth authentication with your application.
• Action flow connectors are now managed in a dedicated segment of the Zendesk Marketplace, featuring over 50 new connectors, including Slack and Microsoft Teams, plus a new MCP Client and enhanced Marketplace UI for seamless workflow integration.
• New action builder connectors for ClickUp and Magento 2 enable teams to automate workflows by integrating project management and ecommerce operations with Zendesk support. These connectors allow creating and updating tasks in ClickUp and accessing ecommerce data in Magento 2 directly within action flows. See Using ClickUp actions in action flows and Using Magento 2 actions in action flows.
• The Connections page in Admin Center centralizes all external system connections in one place, allowing setup, review, and maintenance without switching products. It features a unified list, connector library, search, detailed connection info, and seamless reconnection. Existing connections migrate automatically. See Creating connections to integrate with external services.
• The MCP client is now generally available. Admins can connect their Zendesk account to public and private MCP servers to make their MCP tools available for use in action flows. This streamlines data fetching and actions in external systems across AI-powered features. See Connecting to MCP servers and using MCP tools in action flows.
• The App framework for custom object records is now generally available, allowing developers to build contextual sidebar applications directly on Custom object record pages within the Zendesk Agent Workspace. This enables tailored experiences for various business entities and seamless workflows, reducing context switching for agents. See Custom object sidebar apps and Custom object record sidebar for more details.

Employee services

• Custom tasks and task lists make it possible for agents and admins to create and add custom tasks and task lists directly within tickets without admin setup. This enhances flexibility in tracking ticket-specific actions and integrates with automated workflows. See Using task lists within tickets.
• Admins can customize ITAM asset fields, including reordering asset fields per asset type, hiding standard asset fields from agent views, and using asset events as action flow triggers. Additionally, the Purchase cost field type changes from decimal to currency, reflecting the account's billing currency. See Reordering asset fields and Hiding unused standard asset fields.
• New standard user fields for employees for Employee Service Suite plans are: Job Title, Manager, and Team—automatically added to every user record on Employee Service Suite plans. These fields streamline workflows like approval routing, IT asset tracking, and HR integrations. See About user fields.
• Existing tickets can now be converted to service catalog requests, allowing agents and business rules to associate tickets from any channel with service catalog items using the Service ticket field. This streamlines triage workflows and automates classification of service requests. See Converting tickets to service requests.

Knowledge and AI agents

AI Copilot Procedures

New:

• Admins in the Knowledge Copilot EAP can now manage the "Automatically generate procedures" setting in Admin Center > AI > Knowledge, rather than from the procedures list.
• The banner announcing AI-generated procedures is now pinned to the top of the procedures list and can be dismissed. The in-page toggle is replaced with a link to Admin Center AI knowledge settings.

AI Agents Insights

Fixed:

• Fixed an issue where article recommendations were generated using the account locale instead of the brand's Help Center locale.

AI agents - Advanced

New:

• Unprocessed messages are now flagged in the conversation logs. Users can now see which end-
  user messages the AI agent ignored while executing a previous process.
• Agentic email: Emails with multiple procedure requests, or a knowledge question and a procedure request, can now be handled together within the same email, rather than being escalated to a human agent.

Knowledge in Agent Workspace

Fixed:

• Fixed an issue where tags older than 60 days didn't appear in autocomplete when building a user segment, so admins can now select from any of their account's tags, not just recently used ones.

Knowledge Editor

New:

• Renamed "Content freshness" to "Content coverage" on article-update recommendations in Copilot. This aligns the subtitle copy with the "Create an article" recommendation.
• The animate accordion toggle provides a smooth panel transition using::details-content + intrinsic-size interpolation as a progressive CSS enhancement; unsupported browsers keep the native toggle.

Fixed:

• Article translations now automatically expand referenced content blocks before processing
• Changes made to an article title are preserved instead of reverting to the previous version.
• Fix callout spacing and icon resizing. The grid gap was leaking between content rows, and the icon wasn't respecting the configured size

Help Center

Fixed:

• Improved article rendering performance by avoiding redundant HTML sanitization and parsing during page rendering.

Contact Center

New:

• Contact Center now supports agents running Zendesk in multiple browser tabs. A call rings on all open tabs, but Zendesk creates only one ticket.
• Agent first callbacks let customers leave the queue without losing their place; the system rings the agent first, then automatically dials the customer.
• Agents can now accept or decline incoming calls directly from the browser notification, without switching back to the Zendesk tab, so they can keep working in other applications and still answer calls promptly. Notifications need to be enabled in the browser and in agent settings. See Configuring browser notifications.

Fixed:

• Fixed an issue where pressing the pause or play media keys would trigger the ringtone, causing agents to hear it even if they were actively on a call.

Mobile SDKs

Android release 3.0.0

New:

• Minimum API level is now 24 (Android 7.0). Applications integrating the SDK must target Android 7.0 or higher.
• Removed the deprecated Messaging module. The Messaging module public APIs, deprecated since 2.0.0, have been removed. Use the Zendesk module public APIs instead.
• Additional language support: Added support for Estonian, Croatian, Icelandic, Kurdish, Lithuanian, Latvian, Slovenian, Albanian, Serbian, and Urdu.
• Reduced permissions: Removed the READ_EXTERNAL_STORAGE permission requirement from the SDK.
• Image loading performance: The SDK reuses the same image loader instance across recompositions and in both XML and Compose components, reducing unnecessary image reloads.

Dependency Updates:

• Coil updated to 3.4.0
• Retrofit updated to 3.0
• OkHttp BOM updated to 5.4.0
• Jetpack Compose Bill of Materials (BOM) updated to 2026.08.00
• Firebase BOM updated to 34.17.0

Apps and integrations

New:

• Aktie Send (Support)
  • Sends approved WhatsApp template messages from the ticket sidebar, threads replies back to the ticket, and provides compliance controls and delivery tracking.
• Public Comment Alert (Support) (paid)
  • Displays a confirmation modal before sending public replies, helping agents review recipients and comments before updating a ticket.
• Article Import & Export (Support) (paid)
  • Imports and exports multiple Guide articles using CSV files, supporting bulk creation, editing, sorting, and overwriting by article ID.
• Macro Import & Export (Support) (paid)
  • Imports and exports multiple Zendesk macros in CSV format, including bulk creation and modification using macro IDs.
• All View Display (Support) (paid)
  • Removes the standard limit on displayed views and organizes shared, personal, and group views into switchable tabs.
• Batch Email Sender (Support) (paid)
  • Builds user lists and sends bulk email by generating tickets, with a workflow for selecting recipients, senders, and responsible agents.
• URL Opener (Support) (paid)
  • Adds up to two configurable URL buttons to the ticket window, using ticket and customer information as URL variables.
• Atlas 2026 Edition (Theme)
  • A polished, product-oriented Guide theme designed for B2B SaaS, developer tools, fintech, and documentation-heavy organizations.
• Primer (Theme)
  • An education-focused Guide theme with persistent sidebar navigation for organizing admissions, courses, tuition, and campus services.
• Aisle (Theme)
  • A retail-focused Guide theme that keeps orders, tracking, returns, payments, sizing, and gift cards easy to navigate.
• Reel (Theme)
  • A media and subscription-focused Guide theme for organizing streaming, devices, plans, billing, and account access content.
• Anvil (Theme)
  • An industrial support theme emphasizing high-contrast navigation, readable reference codes, procedures, safety, maintenance, and technical specifications.
• Pulse (Theme)
  • A healthcare-oriented theme for organizing appointments, records, billing, prescriptions, privacy, and account access.
• Capitol (Theme)
  • A government-focused Guide theme for organizing permits, licensing, utilities, billing, records, and public-service requests.
• Route (Theme)
  • A transit-inspired, high-contrast Guide theme with clear hierarchy and short reading paths.
• DeveloperHub Docs (Support)
  • DeveloperHub is a documentation platform that helps software companies write, publish, and maintain product documentation, API references, developer guides, and knowledge bases from one place. DeveloperHub Docs brings that same published documentation into Zendesk Support, so agents can answer tickets with the exact page a customer needs.
• AI Ticket Tagger (Support)
  • AI Ticket Tagger reads the subject and description of the ticket you have open and suggests the most relevant tags from your own custom tag categories, right in the ticket sidebar.
• Kai (Support)
  • Kai connects Kai’s AI platform with Zendesk so authorized users can create and route support tickets.
• GetSupportClarity (Support)
  • Converts Zendesk activity into operational dashboards, leadership scorecards, AI-assisted summaries, drilldowns, exports, and synchronization-health reviews.
• Zendesk Migration (Support)
  • Provides guided, secure, self-service migration of supported Freshdesk data and ticket history into Zendesk.
• LaunchBrightly (Support)
  • LaunchBrightly eliminates the manual effort of keeping product screenshots up to date in your Zendesk Help Center. LaunchBrightly automates product screenshots by capturing authenticated application views, applying styling and annotations, and generating variants for different devices, themes, and languages.
• Ticket Search & Export (Support) (paid)
  • Searches tickets using keywords, custom fields, and advanced filters, then exports ticket data and comments to CSV.
• User Search & Export (Support) (paid)
  • Searches users by keywords, profile information, or tags, lets agents customize result columns, and exports results as CSV.
• Snipzilla Templates (Support) (paid)
  • Provides reusable canned responses with smart tokens, prompts, folders, suggestions, macro import/export, and usage analytics.
• Ticket Printer (Support)
  • Ticket Printer gives Zendesk Support agents control over what appears in a printed ticket record. Choose ticket and custom fields, then include the first, latest, all, or individually selected comments. Filter the conversation by public replies, internal notes, or specific commenters.

Products with no updates this week

• Admin Center
• Support
• Copilot
• Analytics
• Voice
• Zendesk Workforce Management (WFM)
• Zendesk QA

See the What's New section for an overview of what was released last month.

This week's release notes include:

• Knowledge and AI agents
• Voice
• Zendesk Workforce Management (WFM)
• Apps and integrations
• Products with no updates this week

Knowledge and AI agents

Editor

Fixed:

• Signing out while viewing a different brand's Help Center (via ?brand_id=…) sent users to /hc on the default brand, 404ing if that brand had no HC; GuideChromeController#sign_out_path now uses the brand actually being rendered.
• The SSRF guard added previously blocked trusted, server-generated download URLs from the Asset Upload Service that legitimately resolve to cluster-local addresses; those AUS-derived call sites now skip destination verification.
• Fixed translation routing losing the locale after switching translations. Switching to the HTML body for translations stopped returning a locale, breaking translation routing updates.
• Removing a callout with the caret inside it could leave the accordion's content without a paragraph; callout removal now uses CKEditor's native widget deletion so an empty, editable paragraph is restored.
• Preview surfaces (HTML preview, AI translation modal, diff views) weren't loading the shared baseline CSS, causing unstyled or double-styled callouts against the editor's own callout.css.
• Inserting content after (or around) a tabs or accordion component was not possible when it was the last element. Pressing escape now focuses the block so content can be added above or below.

Voice

New:

• Agents can now collapse the live call transcript and call summary panels in Voice, making it easier to focus on the active call while keeping those details available when needed. See Using generative AI to create call summaries and transcripts on tickets.

Zendesk Workforce Management (WFM)

New:

• Customers can now check who performed changes and when those changes were made to the Forecast. This information is available on the audit logs page.

Apps and integrations

New:

• Rollout Control (Support) (paid)
  • Rollout Control sends a percentage of new tickets through a workflow change before you turn it on for everyone. Start at 10%, check the results, ramp up when you're confident, or pause in one click if something's off. Every routing change, AI response flow, or CSAT trigger you turn on hits every ticket the moment it goes live. If something's wrong, you find out at scale. Rollout Control gives your team a way to test first.
• Ledger (Theme)
  • Ledger is a free Zendesk help center theme for financial services. Ledger gives banks, fintechs, lenders, and payment platforms a precise, trust-forward Guide theme, with every color, font, and layout option customizable from Theming Center, no code required.
• Chalk (Theme)
  • Chalk is a free Zendesk help center theme for education. Chalk gives schools, universities, and learning platforms a warm, accessible Guide theme, with every color, font, and layout option customizable from Theming Center, no code required.
• Public (Theme)
  • Public is a free Zendesk help center theme for government. Public gives cities, counties, agencies, and public utilities a clear, accessible Guide theme set in Public Sans, with every color, font, and layout option customizable from Theming Center, no code required.
• Shop (Theme)
  • Shop is a free Zendesk help center theme for retail. Shop gives ecommerce brands, retailers, and consumer marketplaces a clean, fast Guide theme, with every color, font, and layout option customizable from Theming Center, no code required.
• Stack (Theme)
  • Stack is a free Zendesk help center theme for software and cloud services. Stack gives SaaS companies, developer tools, and cloud platforms a clean, technical Guide theme, with every color, font, and layout option customizable from Theming Center, no code required.
• Signal (Theme)
  • Signal is a free Zendesk help center theme for telecommunications. Signal gives mobile carriers, internet providers, and connectivity platforms a bright, reassuring Guide theme, with every color, font, and layout option customizable from Theming Center, no code required.
• Forge (Theme)
  • Forge is a free Zendesk help center theme for manufacturing. Forge gives equipment makers, industrial suppliers, and parts distributors a rugged, high-contrast Guide theme, with every color, font, and layout option customizable from Theming Center, no code required.
• Cast (Theme)
  • Cast is a free Zendesk help center theme for media. Cast gives streaming services, publishers, and audio platforms a bold, editorial Guide theme, with every color, font, and layout option customizable from Theming Center, no code required.
• Improvado (Support)
  • Improvado is an AI-powered marketing intelligence platform for enterprise marketing, revenue, and support teams. It connects 500+ data sources, automates data preparation, and delivers analytics-ready data to your data warehouse and BI tools. Extract tickets, users, and ticket fields from the Zendesk REST API v2, on a schedule you control. Data is transferred over TLS and delivered to the customer's own Improvado workspace and data warehouse, and is used only to produce that customer's analytics.
• Recurring Tickets by Veryation (Support) (paid)
  • Recurring Tickets by Veryation puts routine work on autopilot. Define a ticket once — subject, description, requester, assignee group, priority, type, and tags — choose a schedule, and it creates that ticket automatically every time it falls due. It is built for work that happens on a cadence: preventative maintenance, compliance and audit evidence, periodic access reviews, recurring reports, and follow-ups nobody can afford to forget.
• Gatekeeper Bot (Support) (paid)
  • Gatekeeper Bot automatically collects customer information before routing conversations to your agents — so every ticket arrives with the right fields already filled in. The bot engages customers in natural dialogue, asking questions one at a time in the customer’s own language. A structured form is delivered inside the messaging channel. Ideal for straightforward intake flows or when you prefer not to use AI.
• Asyntai AI Agent (Support)
  • Asyntai AI Agent adds an AI customer support agent to your Zendesk Messaging channels. Once installed, the bot answers your customers' questions instantly — 24/7, in 36 languages, automatically detected from the customer's message. The AI uses your own website content, FAQs, and product information to give answers that actually reflect your business — not generic responses. Conversations carry context, so follow-up questions are handled naturally.

Products with no updates this week

• Admin Center
• Support
• Copilot
• AI agents - Advanced
• Contact Center
• Analytics
• Mobile SDK's
• Zendesk QA

See the What's New section for an overview of what was released last month.

This week's release notes include:

• Copilot
• Knowledge and AI agents
• Apps and integrations
• Products with no updates this week

Copilot

New:

• Intelligent triage: The topic in ticket in header and sentiment in ticket in header settings were moved to topic and sentiment pages, respectively.

Knowledge and AI agents

New:

Web Crawler

• You can now create and update records without a URL when the source type does not require one.
• You can now configure up to 500 include and exclude URL rules per crawler.

Knowledge Editor

• If your help center uses a custom theme and you want to implement your own tab behavior (for example, custom animations, analytics, or framework integrations), you can turn off the built-in tabs JavaScript. This lets you keep the tabs authoring experience in the editor while taking full control of how tabs behave on the published page.

Knowledge Help Center

• Documented the theme migration tool for users and developers.

AI Agents

• Customers can now restrict a use case to one or more customer segments to ensure that only the right customers are matched to the use case.
• The Link node, already available in messaging and voice, can now be used in procedures running on the email or ticket channel, so a procedure can hand off to another use case.

Fixed:

Help Center

• The help center language selector now shows the native name "日本語（日本" for the Japanese locale instead of displaying it in English.

Web Crawler

• Fixed an issue where redirects containing accented or other non-ASCII characters could silently fail.

Knowledge Editor

• The server-side URL fetches now reject non-HTTP (S) schemes and loopback/internal-resolving addresses, closing a BugCrowd-reported hole.
• Attachment downloads by a system user impersonating another user (e.g. Advanced Configuration Management) no longer redirect-loop into a 400 on host-mapped, multi-brand help centers.
• Themes can now opt out of built-in tab auto-init via data-wysiwyg-tabs-no-init on an ancestor element, so themes can ship their own tab JS.

changed permalink

Apps and integrations

New:

• SwiftCX Agent Assist (Support)
  • SwiftCX Agent Assist lives in the Zendesk agent workspace as a sidebar app. It reads the full ticket thread and leverages your knowledge base to deliver the right assistance—instantly. Generate accurate, on-brand replies using ticket context, KB articles, and playbooks. Deliver consistent, high-quality responses across every agent. Agents review, edit, and send — your team stays in control.
• Ticket Goal Tracker (Support)
  • Ticket Goals gives support managers a real-time view of how agents are tracking against their weekly ticket targets - and gives agents a clear, always-visible picture of where they stand. When an agent opens any ticket, a right-panel widget shows their solved count, a projected total including pending tickets, and a pace indicator updated throughout the week. No digging through reports, no manual tallying. For admins, a dashboard surfaces every agent in your enabled groups with their current progress, projected totals, and flagging status - all in one table.
• Auto Ticket Assignee (Support)
  • Auto Ticket Assignee streamlines ticket ownership directly in the Zendesk Agent Workspace ticket sidebar. When a non-admin agent opens an unassigned ticket, the ticket is automatically assigned to them, so ownership is clear from the moment they start working. If other agents are already viewing the same ticket, auto-assignment is held back, and the agent is shown who else is on the ticket, with the option to pick it up manually. This prevents accidental takeovers and duplicated work.
• Shelf Agent Experience (Support)
  • Shelf Agent Experience is an intelligent sidebar companion for Zendesk Support agents. Shelf can create conversation summaries to help agents catch up on long or complex ticket threads, identify what customers need and how they feel with intent and sentiment detection, suggest replies and provide editable response drafts grounded in your organization's knowledge, and more.
• Triage Genius (Support)
  • Triage Genius brings autonomous, AI-powered intelligent triage to Zendesk Support. Every new ticket is automatically classified by category, priority, language, and (optionally) sentiment, and the results are written straight back to the ticket as native fields and tags.
• Smart Document Data Extraction by Knots (Support)
  • Smart Document Data Extraction by Knots turns every attached document into structured ticket data the moment it arrives. When a ticket comes in with a form, ID, receipt, or certificate, the app reads the attachment, extracts the fields your team needs, and fills in your Zendesk ticket fields. Structured, validated, ready to act on.
• Chatislav (Support)
  • Chatislav is an AI agent and chatbot platform that lets businesses create customized conversational AI agents for text, email, voice, and visual support, trained on their own data. The platform functions as a customer support agent, e-commerce assistant, and personal assistant, automating inquiries and routine conversations to improve efficiency and save businesses time and money.
• MergeYard Chat (Support) (paid)
  • MergeYard Chat helps Zendesk Support teams collaborate around tickets without losing the internal decision trail. MergeYard is built for support teams that already work in Zendesk Support. The app gives agents a dedicated internal collaboration layer for ticket-linked discussions, team channels, direct messages, threads, escalation spaces, and quick call handoffs when enabled.
• Nova (Theme)
  • Nova is a fully responsive multipurpose Zendesk theme for your Guide Help Center. It is easy to brand through the Guide settings UI, with a classic header, KB sidebar, advanced search, and color palettes—no code required. Built for Templating API v4, with support for AI-generated answers when enabled on your plan.
• Lexicon (Theme)
  • Lexicon is an editorial Help Center with curved photo hero, popular articles, category tiles, and a knowledge-base sidebar. Fully responsive Zendesk Guide theme (Templating API v4), brandable from the Guide settings UI—no code required.
• Ecale (Theme)
  • Escale is an immersive water-hero Help Center with soft-wave transitions and overlapping category cards. Fully responsive Zendesk Guide theme (Templating API v4), brandable from the Guide settings UI—no code required.
• refurbed Connector by Volvox (Support) (paid)
  • refurbed Connector by Volvox unleashes the power of seamless order data retrieval from any refurbed marketplace. Provide your agents with lightning-fast insights for exceptional customer support. Effortlessly retrieve order details directly from a ticket field, instantly view detailed billing and shipping information related to the ticket, and access comprehensive ordered product details with ease.
• Template Identifier by inFocusCX (Support)
  • Template Identifier by inFocusCX helps users who use WhatsApp identify what type of WhatsApp message template a conversation originated from. When a company starts a WhatsApp contact, it is required to send a template. However, when the client responds, the ticket created only traces the response, with no reference to the original message template type. This app helps to solve this issue by providing the original message from WhatsApp.
• Setloop (Support) (paid)
  • Setloop is a Shopify integration built for support teams running customer service on Zendesk. It brings Shopify order management directly into the ticket sidebar, so agents never have to leave Zendesk to look up or act on a customer's order. Automatically show a customer's Shopify orders in the ticket sidebar, matched by the ticket requester's email. Display order details: line items, totals, financial and fulfillment status, and shipping address. Process full, partial, and shipping refunds and more.
• Xero Integration by Gravity CX (Support) (paid)
  • Xero Integration by Gravity CX brings your customers' Xero financials into Zendesk. When an agent opens a ticket, this app matches the requester to a contact in your connected Xero organization and surfaces their account at a glance — no tab-switching, no copy-pasting. View invoices grouped into outstanding, paid, and draft, with the current outstanding balance per currency and overdue flags. Open full invoice details inside Zendesk — line items, discounts, tax, and totals — without leaving the ticket
• Boomerang Magic (Support)
  • Boomerang Magic is a post-purchase platform from One Degree Labs that helps brands support customers after the sale—warranty registration, claims, product setup, returns, and more—so agents can resolve issues faster without leaving Zendesk. Automatically surface warranties for the ticket requester using Boomerang ticket tags and/or requester email. Open warranty details and related claim information without switching tools. Approve, reject, reset, or approve-and-redeem claims directly from the sidebar. Keep claim and warranty status in sync with Boomerang Magic so agents always act on current data.
• GetHuman (Support)
  • GetHuman connects your team to a live human at any company, without the hold time. When working on a ticket, enter the company to call in the "GetHuman Call Target" field. GetHuman dials out, navigates the phone menu, and waits on hold. When a real person picks up, your agent's ticket pops and they take the call. The outcome and a recording link are saved to the ticket.
• Prompter AI (Support)
  • Prompter AI helps you build reusable prompt templates using ticket and agent placeholders. Prompter AI automatically fills them in with real ticket context and agent details before sending the request, so every prompt is accurate and ready to go. Prompter AI reads the ticket and agent data available within the app, maps it to the placeholders in your chosen template, and sends the completed prompt to the AI provider you've connected. The result comes back right where you're working — no tab-switching required.
• Simon Review (Support)
  • Simon Review adds an institutional communication governance step to agent-authored replies in Zendesk Support. It reviews a proposed customer-facing communication before it is delivered and returns one of three outcomes: Approved, Calibrated, or Held. Agents draft replies normally in the ticket editor. Before sending, the agent clicks Review with Simon in the ticket sidebar. Simon reviews the current draft against the organization's approved governance requirements and returns a result. Simon never sends replies automatically. The agent decides whether to apply the reviewed text and remains in control of every send. Each review produces a Receipt ID that provides evidence a governance review occurred.
• Organization Search & Export (Support) (paid)
  • Organization Search & Export enables multiple organization search and export based on keywords and other conditions. The exported file is provided in CSV format.
• AttachmentFlow (Support)
  • AttachmentFlow helps Zendesk Support teams move attachments between side conversations and the main ticket without downloading and uploading the files again. Agents can copy selected supplier or partner files into the main ticket as an internal note. They can also send selected main-ticket attachments to an existing email side conversation. Every transfer is started manually by an authorized agent; AttachmentFlow does not run automatic or background synchronization. After a transfer, AttachmentFlow attempts to add an internal audit note. If the files were copied but the audit note fails, the app displays a warning; the copied files remain at the selected destination.
• Lincoln Cannon LLC (Support)
  • Lincoln Cannon helps you sync Help Center into AI knowledge bases and let assistants manage articles. After an administrator authorizes read-only Help Center access, published articles are exported to your organization's knowledge base so assistants can answer customer questions and cite the original Help Center pages. When an administrator connects write-capable Help Center access for a specific assistant, that assistant can list, search, read, create, update, and archive Help Center articles (including updating a single article section) on your behalf.
• Artica (Support)
  • Artica finds what your customers are asking, spots the gaps in your Zendesk help center, and helps your team fix them. Connect Zendesk and Artica reads your last 30 days of tickets, grouping them into the specific questions your customers keep asking, in their words, not your taxonomy. Every topic is checked against your published help center daily: covered, partly covered, or not covered. You always know exactly which questions have answers and which ones are generating tickets with nothing to catch them. Then Artica helps your team write what's missing. Articles arrive already titled and structured. Add the answer yourself, capture a workflow in your browser with the Chrome extension, or start from an outline. Finished drafts push straight to Zendesk as unpublished articles, ready for you to review and publish.

Products with no updates this week

• Admin Center
• Support
• AI agents - Advanced
• Contact Center
• Voice
• Analytics
• Mobile SDK's
• Zendesk Workforce Management (WFM)
• Zendesk QA

See the What's New section for an overview of what was released last month.

This week's release notes include:

• Copilot
• Contact Center
• Knowledge & AI agents
• Apps and integrations
• Products with no updates this week

Copilot

New:

• Auto assist will no longer provide suggestions on a given ticket to agents who dismissed a suggestion three times in a row on that ticket.
• Links to articles from external sources used by auto assist to generate a suggestion will be visible in the Sources section of the rationale; for articles that don't have a URL that can be accessed, just the title of the article will be provided.
• AI translations are now generally available for messaging and chat, completing channel coverage alongside email, web form, and API.

Contact Center

Fixed:

• Contact Center App
  • Fixed an issue that stopped some agents' names from appearing in the voicemail configuration page when the list of agents spanned multiple pages.

Knowledge & AI agents

New:

AI Agents

• With the voice testing widget, you can test and refine your voice AI agents directly from the AI agent dashboard, without placing a real phone call.
• Full audio recordings of AI agent caller conversations are now available directly in the Agent Workspace. The recording appears on the ticket alongside the transcript and summary, playable directly from the ticket view just like a standard call recording.
• Your voice AI agent can now text the current caller a message you configure, mid-call, without escalating or following up manually.
• Your voice AI agent can now reply to the current caller in writing during a call, delivered by email.
• The RAG agent model and prompt for the email channel have been updated for more faithful answers without materially affecting answer rates.

Web Crawler

• Admins can now create up to 50 web crawlers per account, up from 20.

Fixed:

Editor

• Opening a template via a locale-specific URL no longer falls back to the English source.
• Added missing accessible names (WCAG 4.1.2) and corrected an invalid ARIA role (aria-allowed-role) on tab panels.
• Fixed non-inline attachment downloads failing (HTTP 400) for system-user callers (such as Advanced Configuration Management) on host-mapped, multi-brand help centers.
• Raised the AI-translation excluded terms limit from 300 to 2,000 to match what had already been communicated. Production had silently been enforcing 300.
• Faster article and procedure caching when inserting help center articles and procedures into a procedure body.

Procedure Recommendations

• Fixed an issue where the settings section appeared in the AI-generated procedure editor sidebar even when the procedure had no recommendation sources configured, opening to an empty panel.

Management

• Fixed an issue where the Total Assisted Tickets column in the procedures list could display a % suffix instead of an absolute count.

AI Agents

• Fixed a bug that led to an increase in invalidation of user tokens, leading to logouts.

Web Crawler

• Fixed an issue where temporary page-fetch failures could cause available content to be lost during a crawl.

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Apps and integrations

New:

• MadCap Connect (Support)
  • MadCap Connect helps organizations create, manage, and deliver technical documentation and knowledge content across support, self-service, and customer experience channels. With the MadCap Flare Zendesk integration, teams can author and manage content in Flare and publish directly to Zendesk Help Center while maintaining consistency across documentation and support resources. Eliminate manual copy-and-paste workflows and repetitive formatting. Reuse content across documentation, knowledge base articles, and support resources and keep content consistent across products, teams, and regions
• Internal Notes Copier (Support) (paid)
  • Internal Notes Copier copies the most current internal notes to public replies. Reduces copy-paste errors by automatically transferring internal note content into the public reply field.
• RAUM AI Assistant (Support)
  • RAUM AI Assistant brings AI writing tools to the ticket editor so agents can respond faster and more consistently. Generate drafts from ticket context, rewrite replies in one click, and translate into 20+ languages without leaving the ticket.
• Agent License Monitor (Support) (paid)
  • Agent License Monitor helps Zendesk administrators manage agent licenses and communicate with specific user groups. Easily identify licensed agents and admins who have not logged in within a configurable period (1–24 months). Toggle Light Agents in or out of the view. Export results to CSV. Summary statistics at the top show total licensed users, inactive count, active count, and license utilization — all updated in real time as you adjust filters.

Products with no updates this week

• Admin Center
• Support
• AI agents - Advanced
• Voice
• Analytics
• Mobile SDK's
• Zendesk Workforce Management (WFM)
• Zendesk QA

See the What's New section for an overview of what was released last month.

This week's release notes include:

• Admin Center
• Copilot
• Voice
• Contact Center
• Knowledge
• Mobile SDK's
• Apps and integrations
• Products with no updates this week

Admin Center

New:

• As of July 28, API tokens unused for more than 30 days auto-deactivate. Tokens already deactivated for more than 60 days are deleted. New accounts can't create or use API tokens.
• Enhanced session security is rolled out to all accounts as of July 28. See Understanding Zendesk session time.

Copilot

New:

• Auto assist can now access articles with user segment "Visible to everyone" in Knowledge help centers that require a sign-in. To allow that, go to Admin Center > AI > Auto assist > Manage permissions > Internal content and select Visible to everyone from the dropdown.
• The agent workspace list of topics (topic in ticket header and left side field) only shows active topics.

Voice

New:

• Released the ability to view live transcripts in agent workspace. Rollout started on July 29th and will end on August 7th. For more information, see Using real-time AI suggestions for voice calls.

Contact Center

New:

• Agents using native Contact Center can now see real-time agent status, availability, and queue information before transferring a call, helping them choose the right transfer target and set better expectations for queue wait times. See Transferring calls.
• Agents can now view real-time call transcripts with speaker identification, searchable text, and timestamps during active calls. Live transcription is available for Contact Center customers using Amazon Contact Lens. See Using live transcripts.

Fixed:

• We've fixed the following for agent settings:
  • The "Must include area code" validation was defaulting to the US country code when no country code is selected.
  • The desktop phone's empty state was showing a US flag instead of a globe icon, now corrected to the globe icon.
  • The phone type selector was displaying only "Softphone" for the default option, instead of "Softphone (Default)". It now shows "Softphone (Default)" to distinguish it from a non-default softphone selection.
  • The "Leave without saving" error only triggered when navigating to another settings tab, not when closing the tab; this now triggers in both cases.

Knowledge

Knowledge creation and editing

New:

• Callouts, tabs, and accordions now render fully styled in the article preview inside the agent ticket interface, so agents see the same formatting that readers see in the help center. See:
  • Using tabs to group content in the article editor
  • Using accordions to create expandable and collapsible sections in the article editor
  • Using callouts to highlight content in the article editor

Fixed:

• Fixed an issue where the article editor did not show the most recent content for articles managed through the API
• Fixed an issue where agents were sent into a redirect loop when opening Support from the product tray on a host-mapped help center belonging to a secondary brand.

Help Center

New:

• Copenhagen theme: The Help Center API now supports creating and deleting user subscriptions, so you can follow and unfollow a user programmatically instead of only through the help center UI.

Fixed:

• Lisbon theme: Fixed an issue where articles the AI agent referenced in a conversation would not open for accounts using Essential AI Agent
• Articles containing a dynamic content placeholder that no longer resolves now render instead of returning an error.

Web Crawler

New:

• You can now create up to 50 web crawlers per account, up from the previous limit of 20. This allows you to sync and index content from more external sources without needing workarounds.

Fixed:

• Fixed an issue where web crawlers would fail with "Page fetch failed" errors when the URL extraction service was temporarily unavailable, preventing content from being incorrectly purged during transient service issues.

Mobile SDK's

New:

• The SDK is now fully compatible with Android 17, aligning with the latest updates and platform requirements from Google.
• Following a change introduced in Android Gradle Plugin 9.0, applications integrating the SDK must now use the same or a higher compile SDK version. This release requires compileSdk 37. This requirement does not affect the consuming app’s target SDK version. Learn more in the AGP 9.0 release notes.
• The Android Gradle plugin was updated from 8.13.2 to 9.2.1

Fixed:

• Fixed an issue where the navigation bar buttons on Xiaomi devices had poor contrast, improving visibility for the SDK's UI elements.

Apps and integrations

New:

• Guardrails (Support) (paid)
  • Guardrails helps you enforce brand standards, workflow rules, and quality expectations inside the Zendesk agent experience before costly support mistakes happen. Tailor each guardrail carefully based on ticket attributes and agent changes. Use flexible condition logic to define when a guardrail should run, including ticket fields, assignee status, group assignment, custom fields, user role, and more.
• Lleverage (Support)
  • Lleverage is a low-code AI development platform that lets teams build visual workflows by connecting nodes on a canvas. Each node performs a specific function — AI generation, data processing, integrations — that can be chained together to automate business processes. Connect your Zendesk account to Lleverage and use your support data in AI-powered workflows. No code required.
• SevenRooms Reservations (Support) (paid)
  • SevenRooms Reservations brings your restaurant's booking history directly into the Zendesk ticket sidebar, so support agents can see a guest's reservations without switching tools. The app looks up the ticket requester's SevenRooms reservation history by email and lets agents see upcoming and past reservations, plus pending reservation requests, at a glance. Open any reservation or request to view its full details, read-only. Search for any guest's reservations by email address and jump straight to the reservation in SevenRooms to make changes.
• ManoMano Connector by Volvox (Support) (paid)
  • ManoMano Connector by Volvox connects your Zendesk Support instance with ManoMano to unleash the power of seamless order data retrieval from any ManoMano marketplace. Effortlessly retrieve order details directly from a ticket field, instantly view detailed billing and shipping information related to the ticket, and access comprehensive ordered product details with ease.
• Attachment Preview & Export (Support) (paid)
  • Attachment Preview & Export allows you to preview attachments in tickets and export them easily. Files can be previewed in a modal or a separate tab, and downloaded individually or in bulk.
• Ticket Field Update Restriction (Support) (paid)
  • Ticket Field Update Restriction restricts updates/modifications on ticket field. You can limit updates based on user roles and groups. An alert will appear in a popup window if restricted field(s) are edited. Changes will be discarded and fields will revert to their previous values.
• Ticket Field Entry Requirement (Support) (paid)
  • Ticket Field Entry Requirement ensures public replies are only allowed when a specified value is entered in a specified ticket field during ticket updates. If the target field is empty or contains an incorrect value, public replies will be disabled. If the target field does not meet its condition, an alert will pop up when the update button is clicked.
• Internal Note Attacher (Support) (paid)
  • Internal Note Attacher displays an internal note field on the sidebar of the ticket screen to help prevent accidental public replies. Press 'Comment' to copy your input into the internal note. You can also configure the 'Comment' button in settings to save input directly as an internal note.
• CaseMargin (Support)
  • CaseMargin helps you read support tickets and write the brief an agent actually needs. The brief builder lives in the ticket sidebar. One click reads the full conversation, comments, internal notes, requester history, and returns a structured brief: what's actually happening, what's already been tried, what the evidence shows, and what to do next. Nothing is invented. When the ticket doesn't have enough information to draw a conclusion, the brief says so.

Products with no updates this week

• Support
• AI agents
• AI agents - Advanced
• Analytics
• Zendesk Workforce Management (WFM)
• Zendesk QA

Click Follow in the What's New section to be notified each month when the What's New is published.

Check out what's new in the last month:

• Support
• AI agents
• Copilot
• Accounts and billing
• Security
• People
• Knowledge
• Contact Center
• Voice
• Workforce management
• Quality assurance
• Apps and integrations
• Developer

Also don't miss:

• Zendesk early access programs
• What's new videos on YouTube

Support

• Automatic-refresh for views means your views are updated every minute without manual refresh, keeping sidebar counts and ticket tables current. Auto-refresh pauses during bulk actions to avoid interrupting selections, improving agent efficiency and data accuracy. See Accessing your views of tickets.
• Service catalog requests on behalf of others allows authorized users to submit service catalog requests for other users, with the selected user becoming the requester, and the submitter added as a CC to track progress. Admins can turn on this feature account-wide and per service, improving accuracy in employee service workflows. See Adding services to your service catalog.
• Custom field rendering update in the ticket sidebar limits the initial display to 50 custom fields for ticket forms with more than 70 fields, adding a Show more button to reveal the rest. This improves performance and usability without hiding any fields permanently. See Adding custom ticket fields to your tickets and forms.
• Organization-based asset targeting in the Asset Management side panel allows agents to switch context from the ticket requester to an organization, enabling management of shared and departmental assets directly from ticket workflows. This helps IT agents view, assign, and unassign organization-level assets without leaving the ticket. See Using and managing IT assets in ticket workflows.
• Agents can use task events to view key task list and task-level actions, including when a task list was added, completed, or reopened, and when individual tasks were marked complete or incomplete. See Viewing task events for a ticket.
• Improved messaging notifications for agents. See Using the notification list to manage conversations.
  • Notification sounds: Agents will receive audio alerts for ticket updates, including updates to tickets that aren’t currently open in their workspace. This helps agents stay aware of new activity without needing to keep every ticket tab open.
  • Dynamic favicons: Agents will see a visual cue in the browser tab and a sound when there are new incoming ticket notifications. This gives agents another way to notice unread updates when they are working in another browser tab or with other applications.
  • Mute notifications: Agents can mute notifications for a set period of time when they need focused, uninterrupted work sessions.
  • Reduced notification list clutter: The notification list will only show updates for unsolved tickets, helping agents focus on active work and reducing the number of updates they need to review.
• IT asset panel user selection in the Agent Workspace now allows agents to select and manage assets for any user linked to an account without changing the ticket requester. This improves efficiency by reducing steps in multi-user asset scenarios. See Using and managing IT assets in ticket workflows.

AI agents

• The AI agents migration introduces infrastructure changes for customers who purchased the AI agents - Advanced add-on before March 10, 2026, consolidating Zendesk help center connections, adding locale-scoping to search rules, and respecting article view permissions. Existing CSV imports remain usable, but new imports are temporarily unavailable. The Zendesk web crawler replaces the previous version, and more built-in connectors to external content sources are now available. Migration downtime within the AI agents will be brief, with temporary interruptions to messaging, email, and voice channels. See Announcing AI agents workspace migration and updates to knowledge and search rules.

Copilot

• Copilot intelligent triage is now included in Suite and Support Professional plans and above, enabling automatic AI classification of incoming tickets by topic, sentiment, language, and entities at no extra cost. This helps identify ticket trends and provides AI-powered workflow recommendations. See Understanding Copilot AI features.
• Auto assist now generates suggestions using content from external sources, such as Confluence, Notion, and web crawlers, as well as internal knowledge articles. This broadens the content pool for more comprehensive text suggestions. See Understanding auto assist sources for suggestions.
• Auto assist now uses similar solved tickets as a knowledge source across all channels and languages when no procedures or articles are available. This enhancement provides agents with more relevant reply suggestions based on real-time resolutions, helping teams respond faster and deliver consistent support. Agents can also view the rationale and relevant tickets used for suggestions. See About auto assist.
• Admin copilot users can get help directly from Launchpad. Admin copilot reviews your account and makes recommendations to improve your setup. Admin copilot recommendations appear at the top of Launchpad. See Using admin copilot with Launchpad.

Accounts and billing

• The Zendesk Suite trial provides an AI-driven setup wizard to help you automatically set up your account. The setup wizard leverages information from your corporate website to customize your account, minimizing the time required to get you up and running. See Using AI to automatically set up your Zendesk account.

Security

• If Zendesk detects suspicious activity, users may be signed out and redirected to the sign-in page. After signing in again, they’ll be returned to where they left off. See Understanding Zendesk session time.

People

• Manage Zendesk Support apps is a new custom role permission that allows Enterprise plan admins to delegate app management tasks to specific team members without full admin access. This permission grants access to install, configure, and remove Support apps, enhancing security and operational efficiency. See Creating custom roles and assigning agents.

Knowledge

• Accordions, callouts, and tabs have been added to the help center article toolbar. You can use these new components to structure and highlight content directly in the article editor without the use of custom code. See Using tabs to group content in the article editor, Using accordions to create expandable and collapsible sections in the article editor, and Using callouts to highlight content in the article editor.
• The following knowledge connectors are now available to connect as external knowledge sources to your Zendesk account. Content from external knowledge sources is available wherever external content is used.
  • Dropbox
  • Jira
  • Freshdesk
  • Contentful

See Connecting external knowledge sources to your Zendesk account.

Contact Center

• Live call transcription allows Contact Center agents to view real-time transcripts during voice calls, improving accuracy, productivity, and accessibility. Available for Zendesk Contact Center with Amazon Contact Lens. See Using live call transcripts.
• The enhanced call transfer experience in the native Zendesk Contact Center now shows agents availability information for other agents and queues before transferring calls. This helps reduce failed transfers and customer wait times. See Transferring calls.
• Auto-accept calls allows calls to be automatically accepted after about 2 seconds, removing the Decline button to prevent missed calls and improve efficiency. Admins can enable this per agent via Amazon Connect. See Configuring auto-accept and Automatically accepting calls.
• Support for Jabra devices allows agents to control calls through the buttons on their Jabra headset making it easier to handle calls. See Setting up Jabra devices.
• Browser notifications natively in Contact Center provide the call number in the notification of incoming calls and allow agents to test notifications through their voice settings. See Setting up browser notifications.
• Agents logs allow your agents and Zendesk to better troubleshoot issues. See how to access logs.

Voice

• Live call transcription allows Voice agents to view real-time transcripts during voice calls, improving accuracy, productivity, and accessibility. It supports speaker labels, searchable text, timestamps, language switching, and UI controls. Available for Zendesk Voice with Copilot add-on. See Using live call transcripts.
• Voice ringtones now allows Voice agents to choose from 20 different ringtones and adjust the ringtone volume in the call console. Agents must be Away or Offline to change these settings. See Changing the ringtone.
• Auto-accept calls now allows calls on phone lines (PSTN) to be automatically connected without ringing for agents to accept or decline. Admins can configure a delay of 0, 5, or 10 seconds before auto-accept to help agents prepare. This change aims to reduce missed calls and improve average speed to answer, enhancing customer satisfaction. See Managing phone line settings.

Workforce management

• New permissions structure and greater granularity for teams in Zendesk Workforce Management (WFM) allow admins to configure permissions at a more granular level and, for the first time, grant read-only access to teams. Permissions are now organized into sections, each with top-level options and the ability to set custom permissions for each feature. See Understanding WFM roles and permissions.

Quality assurance

• Multi-tiered root causes in Zendesk Quality Assurance (QA) introduces a cascading dropdown system that organizes root causes into up to three tiers. This makes it easier for reviewers to select the right root cause, reduces the time spent searching through extensive lists, and enables more granular and actionable quality insights. See Viewing and managing root causes for review scores.

Apps and integrations

• Custom variables, loop steps, and enhanced retry logic for action flows introduces intuitive ways for admins to create and update variables, add looping steps, and customize retry logic per step, improving action flow complexity and resiliency. See create a new action flow and edit an existing one.
• Additional action builder connectors are available for the following apps: ServiceNow, monday.com, Microsoft Planner, Azure DevOps, Microsoft Dynamics 365 Sales, Dynamics 365 Business Central, HiBob, Iterable, New Relic, and Snowflake. These connectors enable end-to-end automation, reduce manual work, and synchronize data across platforms. See Creating action flows to automate processes across Zendesk and external systems.
• Step-level error handling and search in action builder introduces the ability to configure error handling for each step in action flows, allowing flows to halt or continue on failure with specific success or failure paths. It also adds keyword search for triggers and actions to simplify workflow setup. See Understanding the action builder and action flows and Creating action flows to automate processes.

Developer

• API tokens removal is a phased discontinuation of API tokens as an authentication method for Zendesk Support APIs. Starting July 28, 2026, unused tokens will auto-deactivate, new token creation will be blocked from October 27, 2026, and all tokens will be permanently disabled by April 30, 2027. Customers must migrate integrations to OAuth for improved security. See Migrating from API tokens to OAuth access tokens in the Zendesk developer documentation.
• The messaging Web Widget includes a new minimalistic styling preset and enhanced customization APIs for the conversation list and message log. This update offers a compact, modern chat UI with options to hide avatars, timestamps, previews, and bubble backgrounds. See Set Customization in the Zendesk developer documentation.

See the What's New section for an overview of what was released last month.

This week's release notes include:

• Admin Center
• Voice
• Contact Center
• Apps and integrations
• Mobile SDK's
• App Marketplace
• Products with no updates this week

Admin Center

New

• Admins on Enterprise plans will see a new permission option called "Manage Zendesk Support apps" when creating or editing custom roles. This permission appears under the Channels section of the custom role configuration page.
• Admin Center now shows proactive reminders 5 minutes and 1 minute before your session reaches its maximum duration and you're signed out. Once signed out, the sign-in page will display that it was due to the maximum duration being met.

Fixed

• Notifications for API tokens that will be automatically deactivated or deleted starting July 28 were sent on July 23, and again on July 27.

Voice

New

• Released the ability to auto-accept calls on PSTN lines. Rollout started on July 20 and will end on July 29.

Fixed

• The Voice API in Messaging was updated and is now compatible with the Help Center authentication. Before, if the option "Turn on help center authentication" was enabled, the messaging widget would throw a 422 error when using Voice. Following the deployment, we also fixed a CORS issue where the authentication would fail if the widget was hosted on an external (non-Zendesk) domain.
• Fixed a bug where the agent ringtone configuration appeared in other agents' profiles, falsely implying one agent could change another's ringtone. In reality, agents can only modify their own ringtone.
• Fixed a bug in which the custom ringtone would continue to ring if the agent changed their status while the call was ringing.

Contact Center

New

• When using the channel switcher to place an outbound call from a ticket, if you use the “Enter phone number” option, the call will be linked to the ticket. The agent can clear the linkage if needed.
• Agents are now able to download logs to troubleshoot issues, with visibility into agent activity, state changes, API calls, warnings, and errors.
• Agents can now turn on browser notifications for voice calls to stay aware of incoming calls even when the browser is not in focus. When enabled, notifications show caller information, and clicking them takes agents to the Zendesk tab, where they can accept or reject the call.
• Added support for Jabra headset controls, allowing users to answer, mute, unmute, and end calls directly from supported headset buttons while keeping call and availability states in sync with Agent Workspace.
• Admins can now enable automatic call acceptance for agents, set on a per-user basis.
• Supervisor monitor & barge - This new feature provides supervisors with two new ways to participate in their teams’ calls by silently monitoring the call and barging into the call as needed.
• When a call arrives from an anonymous or private number, Zendesk now creates a new user profile and ticket.
• We've updated the phone icon label from Contact Center to Voice. This change represents the specific channel rather than a product name, and it is part of an ongoing effort to replace product names in the application with clearer navigation and labels.

Contact Center app

• The Contact Center app can now be configured to run without Cognito. If you’re having issues related to authentication (missed calls, agent logout), submit a request to Zendesk Customer Support.
• Removed customer profiles-related UI for customers who don’t use customer profiles.

Fixed

• When a missed call is routed back to the same agent in Contact Center, the answer option is delayed, and the accept and decline controls remain on screen after the call is accepted, leaving the call UI in an inconsistent state until the application is refreshed.
• If an agent missed an inbound call and was auto-set to Unavailable, switching back to Available could leave the call console in a broken state. This update restores normal call flow and console behavior so agents can continue handling calls without needing to refresh or logout and login.

Apps and integrations

New

• Updated the Zendesk Slack app layout with dedicated Chat and History tabs, accessible via the main app view or Slack's split-view side panel.
• Active conversational chat features will be available exclusively for Employee Service (ES) accounts on July 30.

Mobile SDK's

Android

Breaking Change Notice: The next major version of the Android SDK will require a minimum API level of 24 (Android 7.0). This update is necessary to support the latest Compose BOM requirements.

New

• End users can now upload file attachments from within conversation extension web views using the native file picker.
• End users can now download a transcript of their conversation directly from the conversation screen. See How to enable download transcripts.

Fixed

• Fixed an issue where the conversation header subtitle could briefly appear while the conversation was loading or being transferred to an agent or bot.
• Fixed an issue where the typing indicator did not display the agent's name while they were typing.
• Fixed an issue where shorthand color values (such as #fff or #000) from theme settings were not applied correctly and fell back to the default color.
• Fixed a regression where calling the NewConversation API opened an existing conversation instead of creating a new one.
• Updated the SDK to Kotlin 2.2.21 to support Kotlin versions 2.1 through 2.3. Compatibility for version 2.0.x is now deprecated. This update ensures compatibility for customer applications built on recent Kotlin releases.

iOS

New

• The SDK now requires a minimum deployment target of iOS 16. Make sure your app targets iOS 16 or later before updating.

Fixed

• Fixed an issue where deep links to older conversations could fail to open because the cache was validated too early.
• Fixed an issue where a cached session was not cleared on expired-JWT logout when switching between users.
• Fixed an issue where buttons containing no text were not visible.
• Fixed a VoiceOver accessibility issue so the "New" messages divider is now correctly announced.
• Fixed an issue so file label text now respects the device's accessibility text size settings.

App Marketplace

New

• Problem Portfolio (Support): Problem Portfolio helps you manage problem tickets and their linked incidents from a single dashboard. A navbar dashboard lists every active Problem with the count of linked Incidents, the age of the oldest Incident, and a severity score computed from impact. Filter by assignee, priority, tag, or any existing custom field — and group Problems by any dimension you choose. Drill into a Problem to see all linked Incidents. Multi-select and bulk-solve, bulk-tag, or bulk-reassign up to 100 Incidents at a time with rate-limit-aware chunking.
• Access Monitor (Support) (paid): Access Monitor helps you see who opens sensitive Zendesk tickets and logs it automatically. Set rules on ticket tags, agent roles, or non-assignee views. When a rule matches, Access Monitor can do things like add a short private internal note to the ticket, apply a tag, log the view in a dedicated access monitor, track last viewer, last view time, and running view count, or add specified agents as ticket followers so they are notified.
• Mello Claims (Support): Mello is a freight audit and claims platform that helps shippers and logistics teams recover money lost to carrier errors. Mello automatically audits parcel and freight invoices for overcharges and streamlines the filing and tracking of damage, loss, and shortage claims across carriers — turning a slow, manual recovery process into an automated one. Mello Claims brings that recovery workflow directly into Zendesk Support. When a customer contacts your team about a damaged, lost, or delayed shipment, your agents can file a Mello claim without ever leaving the ticket.
• Hide.fy (Support) (paid): HIde.fy gives you instant, fine-grained control over what each agent sees in Zendesk. No code. No workarounds. Rules apply in real time, directly inside Zendesk Support. Hide.fy lets you define exactly what each agent, group, or brand sees — and everything else disappears. Automatically. Rules are built visually in a central dashboard and take effect immediately — no deploys, no configuration files, no developer required.
• Skip.ly (Support) (paid): Skip.ly turns Zendesk's skip log into a live, filterable analytics dashboard. Get visibility into skip volume over time, who is skipping the most tickets, which skip reasons come up most, top tickets that get skipped, which customers are skipped the most, and more.
• Enreach Omnichannel (Support): Enreach Omnichannel lets you make and receive calls from Zendesk, automate ticket creation, and record call information. Easily integrate your phone system from the Zendesk control panel.
• Luna (Theme): Luna is a modern, fully responsive Zendesk Guide Help Center theme for teams that want a polished self-service experience without writing custom code. Built on Templating API v4, Luna covers the full Guide ecosystem—knowledge base, community, requests, approvals, generative answers, and service catalog—with a cohesive visual system and 80+ theme settings organized in a clear admin panel.
• Monday.com by Git-Zen (Support) (paid): Monday.com by Git-Zen lets you create Monday.com items from Zendesk and sync updates both ways. Your operations and project work lives on monday.com boards. Your customer issues live in Zendesk. When those two worlds don't talk, teams duplicate effort, and customers wait longer than they should. Git-Zen connects them so Zendesk tickets flow directly into monday.com, and every board update is automatically visible in the ticket.
• Trello by Git-Zen (Support) (paid): Trello by Git-Zen lets you create Trello cards from Zendesk and sync updates both ways. Your team tracks work on Trello boards. Customer issues come in through Zendesk. Right now, moving something from one to the other means copying and pasting, and then manually checking on progress. Git-Zen creates that connection automatically. Create cards from tickets, sync comments, and see every board update inside Zendesk.
• Asana by Git-Zen (Support) (paid): Asana by Git-Zen lets you create Asana tasks from Zendesk tickets and sync comments both ways. Support tickets that need cross-team action often fall through the cracks. An agent files a bug, a feature request goes in Slack, and nobody tracks whether anything actually happened. Git-Zen gives every Zendesk ticket a direct line into Asana. Create tasks, set assignees, and watch updates flow back automatically.
• ClickUp by Git-Zen (Support) (paid): ClickUp by Git-Zen lets you create ClickUp tasks from Zendesk tickets and sync comments both ways. Your roadmap lives in ClickUp. Customer issues live in Zendesk. Without a connection between them, support agents are guessing at status and product teams are missing customer context. Git-Zen links both tools so ticket escalations land directly in ClickUp, and every update flows back to Zendesk automatically.
• Notion by Git-Zen (Support) (paid): Notion by Git-Zen lets you create Notion pages from Zendesk tickets and sync comments both ways. Your team documents everything in Notion: product decisions, bug tracking, project work. Your customers submit issues in Zendesk. Git-Zen connects both, so support tickets can create and link directly to Notion pages, and updates flow back automatically.

Products with no updates this week

• Support
• AI agents - Advanced
• Knowledge
• AI agents
• Analytics
• Zendesk Workforce Management (WFM)
• Zendesk QA

See the What's New section for an overview of what was released last month.

This week's release notes include:

• Voice
• Knowledge
• Copilot
• AI agents
• App Marketplace
• Products with no updates this week

Voice

New:

• Agents can now change the incoming call ringtone and adjust the incoming call volume. For more information. See Receiving incoming calls.

Fixed:

• When an agent makes an outbound call and the end user declines or blocks the call, the agent will now see an error message informing them the call was declined or busy. Previously, the call would end without any indication or error message.

Knowledge

New:

• Contentful is now available as a knowledge source. You can connect Contentful to your Zendesk account to make the content available wherever external content is used.
• Jira is now available as a knowledge source. You can connect Jira to your Zendesk account to make the content available wherever external content is used.
• We’ve released an Early Access Program (EAP) for the conversational help center experience, delivered through the new Lisbon theme. This EAP introduces an AI-powered help center layout that combines natural-language question answering with standard help center navigation, allowing end users to ask questions and receive quick answers generated from your published content.

Fixed:

Web Crawler

• Crawler run reports now correctly classify empty title and empty body validation errors instead of showing them as "Undetermined" errors.
• Crawler CSV reports now include error descriptions even when the background worker is terminated due to memory limits.
• Crawlers now correctly handle all successful HTTP response codes (201-299), not just 200.
• Removed per-URL ping validation from start URL input to support large-scale crawlers with up to 1500 URLs.

Help Center

• Fixed product navigation links on custom domains. Admins using custom Help Center domains (for example, help.yourcompany.com) can now correctly navigate to other Zendesk products like Workforce Management from the product navigation tray. Previously, these links pointed to the custom domain instead of the native Zendesk subdomain, causing navigation failures.
• Updated the "Get help" menu link. The agent navbar's "Get help" menu now points to the correct Knowledge Help Center section instead of the deprecated Support Help Center URL.

Copilot

New:

• Auto assist can now generate suggestions based on content from external sources and internal knowledge articles. This allows you to broaden the pool of content available to auto assist so it can provide suggestions on even more topics and tickets. See Connecting external knowledge sources to your Zendesk account and Setting up a web crawler.
• We’re updating the auto assist composer experience in the Agent Workspace to make AI suggestions feel like a natural part of replying to customers - without interrupting an agent’s workflow. Beginning on June 22, we’ll start rolling out this update to accounts over a period of two weeks. See Using auto assist to solve tickets.
• Auto assist can now use similar solved tickets as a knowledge source across all channels and languages when no procedures or articles are available. This gives agents more relevant reply suggestions based on how customer issues are being resolved in real time, helping teams respond faster and deliver more consistent support. See About auto assist.

AI agents

New:

AI Copilot Procedure Management

• In the procedure insights side panel, the recommendations section now appears below the insights section for a more logical reading order
• Article sources in procedure improvement recommendation cards now link directly to the Help Center article instead of the editor. You can review the source content without navigating away from your workflow.
• When Admin Copilot saves a procedure as a draft, the confirmation message now includes two links - one to open the procedure in the editor and one to return to the full procedures list.

Fixed:

AI Copilot Procedure Management

• Procedure editor URL no longer carries over pagination state: opening a procedure from a paginated list previously added cursor and pagination query parameters to the editor URL. Those are now dropped on navigation.
• New procedure recommendations no longer disappear when a malformed ID is present. A single malformed procedure ID in a batch request was causing all new procedure recommendations to be silently dropped for affected accounts.

App Marketplace

New:

• FastPass IVM (Support)
  • FastPass IVM is the leading provider of secure identity verification solutions. The FastPass Identity Verification Manager (IVM) for Zendesk brings forced, contextual identity verification directly into the support agent's workflow, ensuring every password reset and sensitive request is handled securely and in compliance with enterprise policy. With this integration, agents no longer need to switch between systems. When a ticket is opened, the app automatically checks ticket status, tags, and requester details against your configured eligibility rules — and either presents a one-click Launch button or automatically opens the FastPass IVM Client. This protects your service desk against social engineering and vishing attacks when they are most likely to occur.
• ServeTech Skill Tracer (Support) (paid)
  • ServeTech Skill Tracer analyzes your team's real ticket history in Zendesk to identify how each agent performs across ticket categories. It uses a transparent, statistics-based scoring model to surface true specializations and then creates and maintains skill tags in Zendesk automatically — no manual work required. ServeTech works from your existing ticket categories — no custom taxonomy to define, no agents to manually tag. Install it, and your existing Zendesk skills-based routing starts working.
• ScriptRunner (Support)
  • ScriptRunner helps Zendesk teams automate operational workflows, run secure scripts, and build lightweight internal tools directly inside Zendesk. Use ScriptRunner to handle repetitive admin tasks, validate ticket data, enrich support workflows, and give agents and admins purpose-built tools without switching systems or building a separate Zendesk app for every process.
• Okta Workflows (Support)
  • Okta Workflows empowers organizations to automate complex identity processes and user lifecycle management without writing code. By integrating Okta Workflows with Zendesk, IT and support teams can seamlessly orchestrate actions based on real-time events. With this integration, you can build custom identity workflows that connect Zendesk to your broader tech stack. Automatically create or update Zendesk user profiles when changes occur in Okta, freeze accounts during offboarding events, or trigger multi-system alerts when high-priority access requests are made.
• OneClick (Support) (paid)
  • OneClick turns your most common ticket actions into sidebar buttons. Agents update status, assignment, tags, and custom fields in one click—instead of opening multiple fields on every ticket. Save a preset once; apply it to any ticket with a single click. Build buttons in the nav bar app, or share one list account-wide for every agent. Choose who can manage buttons and optionally deploy a shared list via app settings.
• EVOX (Support)
  • EVOX builds cloud-based call center solutions trusted by customer service teams. This integration connects your EVOX phone system directly to Zendesk Support. Every inbound and outbound call is automatically matched to the right customer and ticket — no manual lookups, no missed records. Instantly identify callers by phone number and open the relevant ticket, automatically create a new ticket and end-user profile when no match is found, and log full call detail records (CDRs) to Zendesk Custom Objects for reporting and compliance.
• Escalation Guard (Support) (paid)
  • Escalation Guard helps agents submit cleaner, more complete escalations from the Zendesk ticket sidebar. Agents choose an escalation type, complete the required fields, and submit a formatted internal note. Escalation Guard applies routing tags so admins can use Zendesk triggers, views, and automations to route work to the right team.
• ResolveReady (Support) (paid)
  • ResolveReady helps stop agents from resolving tickets with missing data, skipped steps, or incomplete approvals. ResolveReady enforces ticket completeness before agents can resolve. Admins can build solve-readiness workflows without code. Workflows trigger by ticket tag, form, group, brand, status, or field value. Agents see required steps in the ticket sidebar and complete them once, and each completed item saves directly to a mapped Zendesk ticket field or internal note.
• VeriDraft (Support)
  • VeriDraft connects to Zendesk and turns any customer message into a ready-to-send reply written entirely from your Terms of Service, SOPs, and compliance documents. Every claim is backed by a real citation, every answer shows how confident it is, and when VeriDraft can't find a grounded answer, it says so — instead of making one up.

Products with no updates this week

• Admin Center
• Support
• AI agents - Advanced
• Analytics
• Zendesk Workforce Management (WFM)
• Zendesk QA

See the What's New section for an overview of what was released last month.

This week's release notes include:

• Admin Center
• Voice
• Knowledge
• AI agents - Advanced
• Analytics
• App Marketplace
• Products with no updates this week

Admin Center

New

• Zendesk is implementing enhanced session security to detect suspicious activity and patterns that indicate a compromised session. This feature applies to team members (agents and admins), not end users. See Understanding Zendesk session time.

Fixed

• The contents of the password change email (sent when email notifications are turned on in Admin Center > Account > Security > Advanced > Passwords) and password expiration email have both been updated to align with Zendesk's content standards.

Voice

New

• You can now change the ringtone of the voice call console and adjust its volume. See Receiving incoming calls.

Fixed

• Fixed a bug when editing the IVR for longer route names in certain languages. The right side of the UI was being cut off, making it not possible to edit the routes.
• A fix was deployed to restore the call length details in abandoned call tickets, which were missing in certain cases.

Knowledge

New

• Enabled changing table cell types between data and header cells (th). It means that you can now change the type of a table cell, switching it between:
  • a data cell, which is a regular content cell,
  • a header cell, which is a header cell,

This feature provides more flexibility when working with complex table structures.

Fixed

• Fixed an issue where removing several help center languages at once could fail with a conflict error and leave some languages undeleted. Language deletions now complete reliably.
• Fixed an issue where switching between brands in the Knowledge admin pages could trigger a sign-in redirect loop and leave the page stuck.
• Fixed an issue where accounts continued to receive weekly article-verification digest emails after all their verification rules had been deleted.
• Fixed an issue where creating a new help center could add a default article-verification rule that then appeared in the article verification settings of every brand on the account.
• Fixed an issue where legacy editor articles upgraded into the new article service were incorrectly shown as API-managed.

Knowledge Copilot EAP

• Fixed an issue with the same Knowledge copilot recommendations regardless of the selected brand. Recommendations showing in Knowledge admin are now scoped to the active brand, while account-wide guidance still appears for every brand.
• Fixed an issue where users could not see the "Turn on" checkbox to activate the Knowledge copilot EAP.

AI agents - Advanced

New

• Embedded templates let a procedure call into a focused dialogue template, run that deterministic, rich-UI flow, and then return control back to the procedure to continue where it left off. It gives you both in a single conversation: the flexibility of agentic procedures, plus the precision, control, and rich UI of templates - each one used where it makes the most sense. See Creating and using templates in conversation flows for AI agents.

Analytics

New

• The AI agent activity dashboard EAP provides real-time visibility into your AI agent activity. You can use this dashboard to monitor active AI agent conversations, review resolution performance, identify escalation patterns, and troubleshoot failures related to actions, integrations, and escalations. See Using the AI agent activity real-time monitoring dashboard.

App Marketplace

New

• EscalationAI (Support)
  • EsalationAI analyzes every Zendesk ticket in real time using 25+ escalation signals and displays a risk score directly in the ticket sidebar. Agents see the risk score, the specific signals that triggered it, and a recommended action the moment they open a ticket. High-risk tickets are automatically tagged in Zendesk (escalation-risk-red, escalation-risk-orange) so supervisors can monitor them in a dedicated queue. Optional Slack alerts notify your team instantly when a RED risk ticket is detected.
• PDQ Connect (Support)
  • PDQ Connect shows you the PDQ-managed devices associated with a ticket requester's email address, right inside the ticket sidebar. From there you can view device details, open a remote desktop session, or deploy software packages — all without leaving Zendesk.
• Weekly (Support)
  • Weekly brings your full ecommerce operation into the Zendesk ticket sidebar — so support agents never need to leave a ticket to understand a customer. For every ticket, Weekly automatically matches the requester to a customer profile and surfaces: order history with live AfterShip tracking, return and refund status, product inventory levels, payment requests (PayPal), and customer notes — all in one glanceable sidebar.

Products with no updates this week

• Copilot
• AI agents
• Support
• Zendesk Workforce Management (WFM)
• Zendesk QA

See the What's New section for an overview of what was released last month.

This week's release notes include:

• Voice
• Knowledge
• AI agents - Advanced
• Analytics
• App Marketplace
• Products with no updates this week

Voice

New:

• Admins can now restrict outbound calling to specific groups of agents. See Managing phone line settings.

Fixed:

• Fixed a bug in which calls were reported as assigned to the default group even when the line was external. In fact, external numbers cannot receive calls, so the group should be "NULL". This affected only omnichannel contact center customers.

Knowledge

New:

• The Zendesk connector can now ingest articles from private help centers
• The Zendesk connector supports PDFs as article attachments. To get a feature, enroll in the EAP.
• Box and S3 support PDFs as files. To get a feature, enroll in the EAP.
• The Knowledge copilot recommendations section now includes a "View all recommendations" link that takes you straight to your full list of article and procedure recommendations in Admin Center.

AI agents - Advanced

New:

• Zendesk schedules are now supported in AI agents, allowing the exclusion of holidays from regular working hours when checking agent availability. See Checking business hours and agent availability during AI agent conversations and Configuring escalation strategies and flows for AI agents.

Analytics

New:

• Customer satisfaction (CSAT) ratings are now available in the real-time monitoring ticket progress dashboard. This enhancement allows supervisors and team leads to monitor customer satisfaction performance alongside ticket workflows, enabling faster responses to customer sentiment and more informed team management decisions.

App Marketplace

New:

• Clonepartner (Support)
  • Clonepartner delivers a fully customizable migration tailored to your exact data structures. Migrate your tickets, contacts, and custom fields from any help desk with zero downtime. Run precise point-in-time migrations for the delta to ensure a seamless transition. Connect your account securely via OAuth and Clonepartner will handle the heavy lifting.
• PII Shield (Support) (paid)
  • PII Shield scans Zendesk tickets for sensitive personal information and gives agents the tools to permanently remove it — before it's shared, stored, or audited. All detection runs in the agent's browser. Ticket content is never sent to external servers, never processed by third-party AI, and never stored outside Zendesk. This is a genuine compliance advantage for regulated industries. After every redaction, PII Shield posts a structured internal note to the ticket recording what was removed, which agent removed it, and the exact timestamp. This note is your durable audit trail.
• Netgsm SMS (Support)
  • Netgsm SMS allows your support agents to send SMS messages directly from Zendesk tickets and user profiles without leaving the support interface. Send SMS to customers directly from any ticket or user sidebar. Select from your registered sender names and view SMS delivery status in real time.
• WitWave by Witbor (Support)
  • WitWave by Witbor closes the gap in messaging conversations: your agents can listen, visualize, and send WhatsApp voice notes directly from the ticket interface, without opening external apps and without losing context. Play back previous voice notes of the conversation with an interactive waveform, directly from the ticket. Record new voice notes from the ticket panel and send them to the customer in a single click. WitWave detects whether the ticket is on the WhatsApp channel and alerts the agent before recording, preventing send errors.
• KnowledgeBridge (Support)
  • KnowledgeBridge automatically generates llms.txt and llms-full.txt files from your Zendesk Help Center, making your knowledge base immediately accessible to AI systems, LLM-powered agents, and automated tooling. With one click, KnowledgeBridge fetches all published articles from your Help Center, converts them to clean markdown, and assembles two machine-readable output files, llms.txt and llms-full.txt.

Products with no updates this week

• Admin Center
• Copilot
• AI agents
• Support
• Zendesk Workforce Management (WFM)
• Zendesk QA

See the What's New section for an overview of what was released last month.

This week's release notes include:

• Admin Center
• Copilot
• Voice
• Knowledge
• App Marketplace
• Products with no updates this week

Admin Center

New

• The content of the email that gets sent when accessing your account when your SSO provider is down has been updated to be simpler, clearer, and more closely aligned with our content standards.

Copilot

New:

• Zendesk is making AI more accessible by bringing the Copilot add-ons’ intelligent triage classification to Suite and Support Professional plans and above. This feature uses machine learning to automatically analyze and classify incoming tickets, helping you understand your top ticket drivers without manual effort.
• Auto assist will no longer suggest solving a ticket unless it is asked to do so in a procedure.

Voice

Fixed:

• Fixed an issue where click-to-call from the Web Widget did not connect when Help Center authentication was enabled.

Knowledge

New:

• You can now connect Amazon S3 to your Zendesk account to make the content available wherever external content is used. See Connecting Amazon S3 as an external knowledge source.

App Marketplace

New:

• Ticket Done (Support) (paid)
  • Ticket Done brings AI assistance directly into your Zendesk ticket sidebar so agents spend less time searching and more time solving. Ticket Done reads each incoming ticket and instantly surfaces AI-generated responses sourced from your actual Zendesk Help Center articles. No generic AI. No hallucinations. Every suggestion is grounded in your documentation. Generate a customer-ready reply in seconds. Ticket Done reads the ticket, searches your knowledge base using semantic AI, and drafts a response your agent can review and send. Need internal guidance before responding? Get Help surfaces the right policies, procedures, or escalation paths — visible only to the agent, never the customer.
• Fusion (Theme)
  • Fusion is a premium Zendesk Guide theme that combines modern design, powerful functionality, and seamless navigation to help customers find answers faster. Designed for businesses of all sizes, Fusion transforms your help center into a professional support hub that enhances customer satisfaction and reduces support tickets. With its clean layouts, advanced search experience, and highly customizable design, Fusion delivers the perfect balance of aesthetics and usability.

Products with no updates this week

• AI agents
• Support
• AI agents - Advanced
• Analytics
• Zendesk Workforce Management (WFM)
• Zendesk QA

See the What's New section for an overview of what was released last month.

This week's release notes include:

• Voice
• App Marketplace
• Products with no updates this week

Voice

New

• Admins can now configure how many times an IVR greeting repeats (from one to three) before routing to the default option. See Routing incoming calls with IVR.

Fixed

• Improvements to the speaker diarization model used to label speakers as "Agent" and "Customer" in post-call transcripts.

App Marketplace

New

• XCHK Verification (Support)
  • XCHK Verification provides real-time identity verification for remote interactions. XCHK Verification lets Zendesk agents launch a live video verification session directly from a ticket sidebar. The app verifies the requester's real-time location against their expected location and checks device authenticity, including detection of browser language/timezone spoofing and VPN/proxy use. After the session, PASS or FAIL results are posted back to the Zendesk ticket as an internal note with tags, and can trigger Zendesk automations. When Zendesk OAuth is connected in XCHK, results sync automatically back to the ticket.
• Quick Charts (Support) (paid)
  • Quick Charts puts live ticket visualizations one click away. Open the top bar popover, pick a view, and see your queue broken down by status, priority, assignee workload, channel, and ticket type - all without leaving the agent workspace.
• Macro Hero (Support)
  • Macro Hero is the missing macro management tool for Zendesk admins and CX teams. If you have hundreds (or thousands) of macros, you know how painful it is to keep them organized, up to date, and consistent. Macro Hero brings powerful bulk operations, inline editing, and usage analytics — all in a clean, intuitive interface that lives right in your Zendesk navigation bar.
• Uniti AI (Support) (paid)
  • Uniti AI handles your customer conversations across voice, SMS, WhatsApp, email, and web chat. This integration captures every one of them as a structured Zendesk ticket — with the full transcript, an AI-generated summary, intent tags, and custom field data — so your support, sales, and marketing teams see the full picture in real time.
• LeadDesk Talk v2 (Support)
  • LeadDesk Talk v2 helps your agents manage calls and SMS directly in Zendesk. Call and SMS activity is matched to tickets under a customer profile, so you can track the entire ticket history in Zendesk. Make and receive support calls directly in Zendesk. Send SMS follow-ups with additional support messages. Calls open new tickets, and messages are recorded as notes.
• toern returns (Support)
  • toern optimizes returns and exchange requests through intelligent, automated workflows. The solution integrates seamlessly into existing shop and logistics systems, transforming the return process into a positive customer experience. By leveraging AI, toern relieves the burden on support teams and provides valuable data to optimize your business operations. Give full visibility into all return processes directly within Zendesk Support tickets.
• Data Manager (Support) (paid)
  • Data Manager is an audit and visibility tool for Zendesk admins. Data Manager gives you a fast, sortable spreadsheet view of your Users, Organizations, and Business Rules — built right into the agent interface.
• ProductBridge (Support)
  • ProductBridge helps product teams capture, organize, and prioritize customer feedback from Zendesk tickets. The sidebar app lets support agents search existing feedback posts, create new ones, upvote on behalf of customers, and link tickets to posts — all without leaving Zendesk. AI-powered detection surfaces product feedback automatically, and smart deduplication keeps things tidy across all connected sources (Zendesk, Slack, Intercom, Jira, Linear, and more).
• Onetime Secret (Support)
  • Onetime Secret lets you create encrypted, self-destructing links to share passwords, credentials, and other sensitive data with customers directly from your ticket workspace. Secrets are encrypted at rest, viewable exactly once, then permanently deleted. Supports all Onetime Secret regions (US, EU, CA, UK, NZ) and custom domains for branded sharing links.
• Super Views (Support) (paid)
  • Super Views replaces native Zendesk ticket views with a faster, richer way to see and triage your tickets. Super Views shows up to 1000 tickets per view with multi-column sorting, color coding, and instant CSV export - all inside the agent workspace.

Products with no updates this week

• Admin Center
• AI agents
• Support
• AI agents - Advanced
• Analytics
• Copilot
• Knowledge
• Zendesk Workforce Management (WFM)
• Zendesk QA

See the What's New section for an overview of what was released last month.

This week's release notes include:

• Admin Center
• AI agents
• Copilot
• Knowledge
• App Marketplace
• Products with no updates this week

Admin Center

New

• There's a new setting for OAuth clients that allows admins to enroll their local OAuth clients to have their token get the default expiration applied. This means customers can take action themselves on their own schedule, ahead of the planned enforced expiration. There'll be a checkbox at the bottom of the Edit page for turning expiration on (Apps and integrations > APIs > OAuth clients > Edit OAuth client). Once turned on, it can't be turned off. For OAuth clients created after April 30, 2026, the checkbox will be disabled as these clients already have expirations set by default.

Fixed:

• Audit log events for external OAuth clients now include the client name in the Activity column.

AI agents

• Additional context for procedures. You can now add natural-language context to a generative procedure to give your AI agent behind-the-scenes guidance on how to execute it, such as steering tone, supplying domain knowledge, setting validation rules, or handling edge cases. Context can be added at the procedure, step, or block level, with broader context automatically applying to more specific levels. Available for messaging AI agents. See Adding context to a generative procedure for an AI agent.
• New RAG agent. We've rolled out a new version of the RAG Agent's question-answering capability in the messaging channel, using a new architecture that dramatically improves safety and accuracy.
• Voice: tags for tickets. Voice AI agents can now add tags to a ticket with a call. This is important because tags drive routing, reporting, and automations. This lets customers trigger those workflows directly from voice conversations. Just enter one or more tags in the action's tags field, and they'll be applied to the ticket.

Copilot

New:

• Starting June 11, 2026, we're launching updates for Copilot intelligent triage that lower the effort to get started, improve over time, and expand across Zendesk. From guided onboarding to smarter topic suggestions, this release builds on our recent announcement, moving from "intents" to "topics," and continues our core vision: giving your team the foundation to automate more tickets, power smarter workflows, and scale your support operations with confidence. See Intelligent triage that's easier to start, scale, and manage.

Knowledge

New:

• Introduction of Google Drive Connector for External Knowledge Sources. Starting June 11, 2026, Knowledge admins can connect shared Google Drives to Zendesk as an external knowledge source. Content will automatically sync every 24 hours (or manually on demand), allowing organizations to leverage their existing Google Docs and Sheets across multiple Zendesk knowledge experiences without manual content duplication. See Connecting Google Drive as an external knowledge source.
• Introduction of Zendesk Connector for external content. Starting June 9, 2026, customers can connect a second Zendesk account or sandbox to their primary account. All published Help Center articles from the connected brand will be ingested as external content in the destination account. Rollout will begin on June 9 and will be completed on June 19, 2026. See Connecting Zendesk as an external knowledge source.
• Editable Procedures. Starting 11 June 2026, customers can edit a generative procedure directly in the visual canvas instead of regenerating it. Select any block to update its prompts, messages, conditions, actions, or integrations, switch block types (for example, convert a Link to block into an Escalate to block), and reset or restore changes at any time. Edited blocks are highlighted so you can see what changed. You can edit existing blocks, but cannot yet add, reorder, or delete them. Available across all channels. See Managing generative procedures for AI agents.

App Marketplace

New:

• PilotFlow PRO (Support) (paid)
  • PilotFlow PRO is a powerful automation engine built for Zendesk teams that require precision, scalability, and full control over their support workflows. Go beyond the limitations of native triggers by creating advanced rule systems that handle complex scenarios in real time. Automatically assign tickets, apply tags, manage followers, and orchestrate workflows using multi-layered conditional logic.
• Flexivity AI (Support)
  • Flexivity AI is an AI agent assist for Zendesk that helps your team triage, draft, summarize, and learn from every ticket. Trained on your team's history, with transparent confidence scores and full agent control over every response. Auto-classify incoming tickets using categories learned from your team's ticket history, suggest responses based on similar past tickets and relevant knowledge base articles, with reference links — no manual searching required, and surface key facts, decisions, and current sentiment so any agent can pick up where another left off.
• Anthem (Theme)
  • Anthem is a dark, rhythmic Zendesk Help Center theme designed for brands that live in the music, audio, and streaming space. A hot-pink-to-gold gradient system pulses across a deep violet base, with waveform-inspired touches, rounded cards, and glow-on-hover interactions that feel like album art rather than a ticket system. Sora headings bring geometric boldness; inter-body text stays out of the way and lets the energy do the talking.
• Civic (Theme)
  • Civic is an accessible-first Zendesk Help Center theme designed for government agencies, public services, and civic technology organizations. Built in the spirit of the U.S. Web Design System (USWDS), it uses the USWDS blue banner bar, Public Sans typography (the official USWDS typeface), and high-contrast layouts to ensure every constituent can find what they need, regardless of device or ability. Clarity and trust are not optional here, and the design reflects that.
• Smao (Support)
  • Smao is an AI-powered phone assistant that handles incoming calls and lets you define automated workflows based on call events. Smao turns every call into a structured, actionable process. The smao-Zendesk integration allows you to create Zendesk tickets directly from within smao workflows. When a caller triggers a defined workflow - for example, requesting support - Smao can automatically create a fully populated ticket in Zendesk, including ticket type, priority, tags, and the associated contact.

Products with no updates this week

• Support
• AI agents - Advanced
• Analytics
• Voice
• Zendesk Workforce Management (WFM)
• Zendesk QA

Admin Center

New:

• API tokens are being removed as a method for authenticating API requests by April 30, 2027.
• OAuth access token expiration enforcement starts on June 30, 2026, and completes by April 1, 2027.
• Low, Medium, and High password levels will be removed starting August 17, 2026.

Fixed:

• OAuth access tokens can now have a length of up to 184 characters.

AI agents

New:

• We've significantly expanded the voice configuration capabilities of Voice AI Agents. You can now choose between multilingual male and female voices, and configure voice overrides for specific locales and accents using higher-fidelity voice models. This makes it easier to create localized experiences while maintaining a consistent global voice strategy. For example, a single AI agent can use one voice for English (US), another for English (UK), and a different voice for French or German customers. The new voice models also deliver more natural, human-like speech quality, helping create smoother and more engaging customer conversations.
• Added a new Hangup action that can be used within voice flows and procedures. When triggered, the action cleanly concludes the conversation and ends the call.
• Rolled out an upgraded voice cancellation model across all conversations by default. This improves audio quality, transcription quality, and overall conversational naturalness while reducing confusion during interactions.
• Added pronoun handling examples for previously unsupported locales, improving response quality and language consistency in those languages.
• An agent can now validate the length of numeric or alphanumeric inputs (such as order IDs or driver's license numbers) using a dedicated tool, improving reliability in verification and data collection flows.

Knowledge

New:

• AI agents and generative search can now use PDF content to leverage that knowledge when responding to customers.
• You can now connect Box as an external knowledge source to your Zendesk account to make the content available wherever external content is used.

Fixed:

• Fixed an issue where article body content returned by the Help Center API contained Unicode escapes (\u003E, \u003C) instead of the original < and > HTML tags.
• Fixed an issue where the 'Visible to' field would clear without warning when changing the default language while creating an article, silently preventing the article from being saved.
• Knowledge gap identification was refined to not consider auto assist procedures as a source when checking if a topic is covered by existing knowledge.
• The 'View automation potential' button is available in Admin Center > AI Agents for accounts with automation potential disabled. This allows those accounts to enable the feature if they so desire.
• Custom agents can now be invoked from AI agents through action flows without the request instantly timing out.

App Marketplace

New:

• ConfigMap (Support) (paid)
  ConfigMap is a powerful admin tool that maps and visualizes relationships across your Zendesk configuration, helping you understand dependencies before making changes. Search any object—such as triggers, automations, groups, macros, views, SLA policies, ticket fields, forms, statuses, tags, or brands—and instantly see where it is referenced and what it impacts.
• Relatel (Support)
  This integration makes it possible to automatically display tickets from Zendesk when you receive calls in Relatel. The integration looks up tickets in Zendesk where the customer's phone number is listed. This gives you easy access to relevant and up-to-date information about your customers when they call in.
• Beep Voice Messages (Support)
  Beep helps support teams send clearer, faster updates in Zendesk with voice messages and automatic transcripts. With one click, agents can insert the recording link and optional transcript into the active reply or internal note. This is useful for explaining complex issues, sharing handoff context, coaching teammates, or sending more personal customer responses. Beep also includes recording history for quick reuse, plus optional expiration controls so teams can manage how long shared recordings remain accessible.
• ButtonPDF (Support) (paid)
  ButtonPDF lets Zendesk admins add a polished PDF download action to Help Center articles. Install the app, enter your ButtonPDF API settings, connect Zendesk OAuth when prompted, then copy the widget snippet into your Guide theme or use the assisted setup flow.
• AI Invoice Processing (Support)
  AI Invoice Processing turns every invoice into structured, actionable data the moment it hits your queue. When a ticket arrives with an invoice, purchase order, or financial document, the app reads the attachment and extracts key fields like vendor name, invoice number, line items, amounts, and due dates directly into your ticket fields. Structured, validated, ready to act on.
• Klarion AI Support Analytics for Zendesk (Support)
  Klarion AI Support Analytics analyzes Zendesk support tickets and chats to show why customers are reaching out, where support burden is coming from, and which issues are creating the most customer pain. Klarion goes beyond ticket counts and basic tags. It reads every conversation, extracts the distinct issues inside each case, and connects those signals to customer and revenue data to quantify business impact, including support cost, customer frustration, revenue risk, and account health.
• Shopline Support (Support)
  Shopline Support automatically looks up the requester's email or phone number in your Shopline store and displays the matching customer profile and order history — no tab switching required. View things like customer profile: name, email, phone, total orders, and lifetime spend. Browse full order history with status, payment, and fulfillment details, and inspect individual orders: line items, shipping address, tracking info, and refunds.
• Pumble (Support)
  Pumble is a powerful team chat and collaboration platform that helps your team members stay connected, share information instantly, and resolve tickets faster. By bringing your team's communication into one centralized hub, you can eliminate silos and boost productivity. Connect Zendesk with Pumble to allow you to interact with Zendesk Support tickets directly in Pumble.
• BrandGuard by BCP (Support)
  BrandGuard by BCP keeps every Zendesk agent reply on-brand — automatically. BrandGuard is built on the Brand Context Protocol (BCP), an open framework that turns scattered brand guidelines into a machine-readable contract that AI agents, copy-review tools, and quality systems can enforce in real time. Agents click Check Draft in the ticket sidebar to score the current reply against your brand voice, tone, banned phrases, and policy rules before sending.
• Onro (Support)
  Onro s a last-mile delivery and courier management platform designed for courier companies, logistics providers, retailers, grocery businesses, and other organizations that manage delivery operations. The Onro Zendesk app helps support agents search for delivery orders directly from the Zendesk ticket sidebar using an Onro order code. Agents can view key operational delivery information, including order code, delivery status, status update time, order type, service type, delivery method, and vehicle type when applicable.
• Extend Support (Support)
  Extend Support integrates with Zendesk, giving support agents the ability to view and action Extend customer claims directly from the Zendesk ticket sidebar, view all extend warranty claims for the ticket requester in an embedded sidebar widget, see auto-approval and auto-denial decisions inline with each claim, review product and fulfillment details for every claim, approve or deny pending claims without leaving Zendesk, and automatically create Zendesk tickets from Extend claim events to streamline agent workflows
• ScopeHQ Bridge (Support)
  ScopeHQ Bridge is the ScopeHQ product for Zendesk and Azure DevOps coordination. From inside any ticket, an agent can create a new ADO work item (bug, task, user story) with the ticket subject and description prefilled, link an existing work item by ID or search, and watch the work item's state, sprint, assignee, and recent comments live in a side panel that hides until needed. Comments sync both ways: replies on the ADO work item land in the Zendesk ticket as internal notes
• Slack Escalations (Support)
  Slack Escalations gives every ticket its own dedicated Slack channel — created in one click from the sidebar. Agents stay in Zendesk. Everyone else stays in Slack. Both sides see the same conversation, in real time.
• Protocol Generator (Support)
  Protocol Generator automatically creates unique, formatted protocol numbers and writes them directly into a custom ticket field the moment a ticket is created — no manual work needed. Once installed, the app runs silently in the ticket sidebar. When a new ticket is opened in an active group, it generates a protocol number following your configured format and saves it to the custom field you defined during installation. Agents can also copy the number or regenerate it with a single click.
• Firewatch (Support) (paid)
  Firewatch is a real-time operational gap monitor for Zendesk Support. It gives supervisors an always-on view of tickets falling through the cracks across four critical categories: unassigned, no group, no form, and stale (over 30 days). Click any gap count to open the full list of tickets. Click any ticket to open it inside Zendesk — no new tabs.
• In App Notifier (Support)
  In App Notifier helps support teams display targeted modal alerts to agents directly inside Zendesk Support. Use it to announce policy updates, critical operational notices, workflow reminders, and contextual prompts during ticket handling.
• FrontFoot (Support)
  FrontFoot is a B2B SaaS platform that helps customer success and support teams resolve contract exception requests without slow escalation chains. The FrontFoot Zendesk integration adds a sidebar panel to every support ticket. When an agent receives a T&C exception request, they click 'Draft reply,' and FrontFoot generates a response grounded in the company's contract terms, approved give-to-get policies, and tone guidelines — without the agent ever leaving Zendesk. Drafts are inserted into the Zendesk reply composer with one click. Each draft is attributed to the signed-in agent and synced with their FrontFoot account so the full conversation history is available in the FrontFoot web app.

Products with no updates this week

• Support
• Copilot
• AI agents - Advanced
• Analytics
• Voice
• Zendesk Workforce Management (WFM)
• Zendesk QA